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Snoozing a ticket temporarily removes it from your inbox, allowing you to focus on more urgent work. The ticket automatically reappears when the snooze period ends or when the customer replies.

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How to snooze a ticket

1

Open the ticket

Navigate to the ticket you want to snooze.
2

Open the snooze menu

Click the snooze button (clock icon) in the ticket header or use the ticket actions menu.
3

Select when to unsnooze

Choose from the preset options or enter a custom time.

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Snooze options

Use “Until customer replies” when you’re waiting for information from the customer. The ticket will automatically reappear as soon as they respond.

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What happens when a ticket is snoozed

  • The ticket is removed from your inbox
  • The ticket status changes to Snoozed
  • A snooze event is recorded in the ticket timeline
  • When the snooze period ends, the ticket reappears in your inbox
If a customer replies while a ticket is snoozed, the snooze is automatically cancelled and the ticket returns to your inbox immediately.

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See also

  • Inbox: Understanding the inbox and its sections
  • Ticket details: View ticket status and metadata